Employees
Experience Levels and the Relation to Usability in a Web Based Information SystemSunday,
9:30 - 10:00Session
Three

Mike AlexanderEmployees
Experience Levels and the Relation to Usability in a Web Based Information SystemMike
Alexander, School of Information, The University of Texas at Austin

This
study compares employees' perceived and practical usability problems within a
company's web-based information system, based on their levels of experience. The
system is the means by which employees of the company and their customers configure
alarm parameters and notification methods for remote equipment motoring devices,
run reports of collected data, and manage system users and company contact information
(see screen shots). The researchers sought to determine whether novice and advanced
users identify different usability problems within the system, if advanced users
are able to complete tasks correctly more often and more quickly than novice users,
how users overcome the usability problems they encounter, and what differences
there are between perceived and practical usability problems. A usability test
was designed to collect data regarding users' problems finding and editing information
within the system's current structure. Eighteen employees of the company were
chosen to represent typical end-users. Each participant was asked to complete
a specific list of tasks within the system, after which s/he was asked several
questions regarding the system's usability.

The researchers found that
expert users generally completed the tasks in less time than novices, while the
number of tasks completed correctly and the number of usability problems reported
did not differ significantly by experience level. A number of specific problems
were identified by the participants, reflecting accepted usability principles.
The results suggest that, by following user-centered design principles, such problems
can be avoided in the coming redesign efforts, resulting in measurable improvements
for users.